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Austin Meier

Joined Jul 18, 2022

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Last activity Sep 27, 2022

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ACTIVITY OVERVIEW

Latest activity by Austin Meier

Austin Meier commented,

Community comment Feedback - Ticketing system (Support)

Brett Bowser @... @...

Do you possibly have any explanation as to why the feedback portal does not accept feedback? I don't quite understand the purpose of the portal if it is a highly regulated area where people cannot provide honest feedback nor receive any response from the company. 

Is there a place I can reach out to for media inquiries? I mean other clients are even noticing this. Is this moderation to help the buyout to go through without issue since the original buyout for $127 per share was rejected by the board stating that it "undervalued ZenDesk" yet agreed to sell for $77.50 a share. Is there fear that it may decrease further? 

I really would just like clarification as to the end-goal of this product. I used to thoroughly enjoy it yet now I am being silenced for giving feedback. 

View comment · Edited Sep 27, 2022 · Austin Meier

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Austin Meier commented,

Community comment Feedback - Ticketing system (Support)

You can see other performance related concerns on this thread. https://support.zendesk.com/hc/en-us/community/posts/4409217457178-New-UI-Performance-Issues 

View comment · Posted Sep 27, 2022 · Austin Meier

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Austin Meier commented,

Community comment Feedback - Ticketing system (Support)

Andy Zapata Jason Pulley I had made a response with some more information about ZenDesk and their recent buyout to go back private and my thoughts behind their reasons for this based on their last public earnings call, but they must have not liked the feedback and removed the comment. 

View comment · Edited Sep 27, 2022 · Austin Meier

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Austin Meier commented,

Community comment Feedback - Ticketing system (Support)

They won't acknowledge it until they are forced to, the money is still coming in. 

It's a shame, but just like the rest of these support topics, they won't reply or if they do it will be a macro. At least that is what it appears on all the other topics of this nature. I mean, just browse through this sub-forum of topics and you will see that unless it's something easily answerable they just avoid it.

Unfortunately, I had to resort to building my own interface with their API because they did a poor job at it.

 

View comment · Edited Sep 23, 2022 · Austin Meier

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Austin Meier commented,

Community comment Feedback - Ticketing system (Support)

I have unfortunately resorted to using Zendpy and Django to make a quick integration to view tickets and respond. The benefit is that this Zendesk integration actually works and even allowed me to respond with fancy HTML comments. I mean it's baffling that ZenDesk supports markdown HTML comments AND uses CKEditor which supports HTML yet they don't integrate it. ZenDesk has become an amalgam of external packages and a nightmare for performance.

In typical scale-up fashion, they shoved hundreds of packaged features into the product without actually developing it and now it's an unusable nightmare. To each their own I guess.

I mean the agent view is loading jQuery, jQuery UI, React, Underscore, Handlebars, Ember.js, Moment.js, Core-js, and multiple analytics packages. I mean when it comes to frameworks and templating libraries, the developers have an entire buffet. My M1 Pro MacBook doesn't get warm doing PyTorch epochs, yet becomes a space heater when I load ZenDesk. Safari hates the website and refreshes it constantly because it's such a disaster.

Loading my minimum agent view alone encounters 166 requests, 7.3 MB of data transferred and 23.2 MB of resources. It seems like they are in a situation where they are just too deep into this nightmare now to back-out so they are going to give blanket replies and hope they can iron out some performance issues.

View comment · Edited Sep 21, 2022 · Austin Meier

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Austin Meier commented,

Community comment Feedback - Ticketing system (Support)

@... I refuse to believe that in good faith the first thing you thought of was to send the most generic troubleshooting guide of all time. I mentioned that I resorted to using your API to completely build the frontend of your website because your team failed to make a quality version of it and you reply with the "Hello World" equivalent of troubleshooting. I could have programmed a bot to give that response. Are you hiring? I'm at step 5 of the guide and when someone contacts, you send the guide again. Another open loop like the care for memory management in your application

You completely confirmed Onur Olmez 's second paragraph by saying that all the support team at ZenDesk knows how to do is paste a macro to troubleshooting. Thank you for publicly displaying the complete lack of care of the entire ZenDesk team. Ironic that the company that builds a support portal offers some of the worst support I have ever seen. You know the website was horribly designed when even Safari gives memory warnings for your page. I completely understand the user experience was the last thing in mind when developing the new UI, but it's just as easy to say that instead of constantly sounding like a broken jukebox and giving the exact same link to "Troubleshooting for Dummies". I have 32GB of RAM on my machine, 8 core processor, and a fiber optic connection. I don't think my machine is the culprit. Call me blunt, but I dare to stand on a feather and say incompetence is the issue here.

As the original poster put it, it's disappointing to watch a quality product drop off.

 

 

View comment · Edited Jul 27, 2022 · Austin Meier

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Austin Meier commented,

Community comment Feedback - Ticketing system (Support)

I also agree with the above, I have resorted to using the API to build my own UI since a 'classic' view is unavailable. 

View comment · Posted Jul 18, 2022 · Austin Meier

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